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1Password is seeking a Senior Customer Success Manager to own and strategically manage a portfolio of enterprise customers, driving retention, adoption, and expansion outcomes. You will operate with full commercial autonomy—independently advancing expansion opportunities, engaging VP and C-suite stakeholders as a trusted advisor, and managing complex renewals without escalation.
In this role, you'll manage a book of moderately to highly complex accounts, maintaining comprehensive success plans tailored to each customer's context. You'll proactively identify and mitigate renewal risks, achieving strong amendment and upsell win rates while maintaining forecasting hygiene. You'll design and deliver value-driven Executive Business Reviews backed by data, translating 1Password's advanced capabilities into clear ROI outcomes for senior stakeholders.
You'll operate with strategic rigor, managing commercial objections and renewal negotiations independently for standard to complex scenarios. You'll build business cases, advance deals through the pipeline with AE alignment, and act as a trusted security advisor with deep product knowledge. Beyond your own book, you'll raise the bar for the team through mentorship, playbook contributions, and peer enablement—designing and sharing AI-assisted workflows in replicable, documented formats.
The role emphasizes commercial acumen, executive presence, and the ability to connect customer outcomes to expansion potential naturally. You'll leverage AI daily to work smarter, using real-time coaching and insights to anticipate customer needs and drive meaningful engagement. You'll collaborate closely with Account Executives on joint account planning, cited as a proactive commercial partner who improves deal outcomes.
